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Technical Account Manager
Full-time
Serve as a trusted technical advisor for strategic customers using DoubleTick's Conversational AI, Voice AI, WhatsApp CX, and automation platform, partnering with customers to design, implement, optimise, and scale AI-powered customer engagement solutions using Voice AI, Chat AI, RAG pipelines, deterministic workflows, WhatsApp Business APIs, and Meta integrations.
Key Responsibilities
Strategic Customer Ownership & Solution Consulting
Own the technical relationship for strategic and enterprise customers as the primary technical advisor across the lifecycle.
Design and recommend Conversational AI solutions using Chat AI, Voice AI, knowledge bases, and workflow automation.
Guide customers on RAG-based architectures, deterministic conversation flows, fallback handling, and escalation journeys.
Help optimise AI performance, response accuracy, containment rates, and CX metrics.
WhatsApp & Meta Ecosystem
Act as technical liaison for WhatsApp Business API implementations, working with Meta on escalations, compliance, and reviews.
Support customers through Meta verification, WhatsApp onboarding, and messaging quality optimisation.
Troubleshooting, Optimisation & Growth
Lead critical escalations and high-severity incidents, performing root cause analysis across APIs, integrations, AI models, and workflows.
Monitor and improve AI response quality, intent recognition, RAG retrieval, conversation completion, and voice bot performance.
Drive adoption, conduct technical business reviews, and identify AI expansion opportunities.
Required Qualifications
Bachelor's degree in Engineering, Computer Science, IT, or related field.
3-8 years in Technical Account Management, Solutions Engineering, Customer Success Engineering, Solution Consulting, or Enterprise SaaS.
Strong understanding of APIs, webhooks, system integrations, and SaaS architectures.
Experience with conversational platforms, automation solutions, CRM ecosystems, or customer engagement technologies.
Ability to troubleshoot complex multi-system issues, with excellent communication and stakeholder management skills.
